Senior Manager, Investment Services
About The Position
You will lead a team of leaders who are responsible for teams of ~14-15 Investment Services representatives (ISR) & Customer Service Representatives (CSR). You will ensure performance and contribution of your Team with a focus on fostering a culture that embraces diversity and inclusion, enables a highly engaged employee experience, a differentiated client experience, and sustainable business growth. RBC Direct Investing’s (DI) ability to acquire and deepen client relationships and mitigating risk is fundamental to the role. You will champion the benefits of partners and other channels to ensure home(s) of best fit for clients. You will be an RBC DI Ambassador and build RBC presence in your local community, centre and across channels. This is a key role providing leadership oversight of the DI Contact Centre, supporting the Senior Director of the overall Contact Centre.
Requirements
- 5+ years of people management experience, leading highly functional teams in the financial services or investments industry
- Current registration in good standing with CIRO as an Investments Representative (IR) or Investment representative with options licensing
- Accredited or willing to successfully complete the Branch Managers Exam and Options Supervisors exam within six months of starting this position
- Strong analytical thinking, time management skills and attention to detail
- Ability to work independently
- Must be able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.)
- Proven change management skills with strong ability to influence and impact
- Successful completion of University or College degree/diploma
- Able to work full-time and shift oriented hours in this role
Nice To Haves
- Fluency in additional languages
- Strong digital proficiency and comfort with technology and banking applications
Responsibilities
- Lead and develop the team to deliver an exceptional client experience by providing prompt, effective, and knowledgeable responses to all customer inquiries and ensures client needs are met effectively and efficiently
- Act as a role model and coach the team to take ownership of client problem resolution, and provide clients with quality service at first point of contact
- Lead transformation of our business to a digitally-enabled relationship bank by coaching team to guide clients to our digital capabilities focusing on client and employee digital enablement and adoption
- Be a role model, coach and champion for the RBC Leadership Model
- Build culture to win as a team (e.g. client needs and success, knowledge sharing and peer mentoring)
- Support initiatives focused on maintaining, acquiring and growing client base
- Drive employee engagement and take action to address employee survey feedback in a timely manner
- Embed and sustain leadership, management routines, coaching, performance management and risk management capabilities of direct reports
Benefits
- Competitive compensation
- Bonuses
- Flexible benefits
- Leaders who support your development through training and coaching
- Invest in your continued learning and commitment to building long term careers
- Ability to make a difference and lasting impact on RBC Clients
- Work with a dynamic, collaborative, progressive, and high-performing team
- Flexible work/life balance options
- Access to a variety of job opportunities across businesses and geographies
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
